Description

Manage and optimize ITSM processes to drive operational efficiency.

This role is remote.

Responsibilities

• Analyze, design, and maintain service management processes including Incident, Problem, Change, Knowledge, Asset, and Configuration Management.
• Resolve ITSM support issues and provide proactive recommendations to maximize system usability.
• Create custom solutions, dashboards, and reports to track SLAs, OLAs, KPIs, and service level commitments.
• Audit resolved tickets for accuracy and follow up on breached tickets to ensure resolution.
• Partner with stakeholders to identify automation and process improvement opportunities through system metrics.

Required Skills

• 2 to 3 years of technical support experience.
• Practical knowledge of implementing ITIL best practices for Incident, Problem, Change, Service Catalog, and Configuration Management.
• At least 2 years of experience focused on process improvements.
• Proficiency with Microsoft Products, specifically Excel and PowerPoint.
• Ability to diagnose application, software, and hardware problems both in person and remotely.
• Strong analytical, problem-solving, and group facilitation skills.

Preferred Skills

• Knowledge or understanding of Cherwell ITSM.
• Project management experience.

Key Skills

Education

Any Graduate